Sr Manager Complaint Vigilance

Kenvue; Summit (NJ); Hybrid; USD 154,000 - 217,000; Full time

Benefits offered by this job

Competitive benefits

Paid holidays

Learning & development opportunities

Job summary

Kenvue in Summit, New Jersey is seeking a Sr Manager, Complaint Vigilance to lead global complaint handling and adverse event reporting, drive improvements to systems, mentor the team, and ensure timely investigations with regulatory compliance.

Ideal candidates have 8–10 years in complaint management, strong leadership and communication skills, and expertise in data analytics and regulatory affairs; collaboration with regulators, auditors, and cross-functional partners is essential in this

Qualifications

• Bachelor's degree or equivalent required; advanced degrees are a plus.
• 8–10 years of progressive experience in complaint management or related quality assurance roles within regulated industries.
• Proven expertise in designing, managing, and resolving customer complaint systems.
• Strong leadership capabilities with experience managing teams and driving cross-functional collaboration.
• Excellent communication skills to engage with regulators and cross-functional teams.

Responsibilities

• Lead and oversee the design, implementation, and management of global complaint vigilance frameworks ensuring regulatory compliance.
• Drive continuous improvement by analyzing root causes and enhancing complaint processing systems.
• Develop and implement metrics and analytics to monitor trends and streamline workflows.
• Provide strategic leadership and mentorship to a high-performing cross-functional team.
• Coordinate with regulatory authorities, quality control, and auditors on compliance and follow-up actions.
• Represent the department as SME for audits and industry discussions.
• Support CAPA, compliance, quality, and ad hoc data analysis projects.

Skills

Leadership

Communication

Data analytics

Regulatory knowledge

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Complaint management systems

Data analytics tools

Job description

Sr Manager Complaint Vigilance

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

What We Do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated. We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours.

Role Reports To

Director Global Complaint Vigilance

Location

North America, United States, New Jersey, Summit

Work Location

Hybrid

What You Will Do

The Sr. Manager, Complaint Vigilance is responsible for leading the global complaint handling and adverse event reporting processes, developing improvements to complaint systems, managing and mentoring your team, and ensuring timely investigation and resolution of all customer complaints while maintaining regulatory compliance:

Key Responsibilities

• Lead and oversee the design, implementation, and management of global complaint vigilance frameworks that ensure compliance with regulatory and quality standards while proactively identifying and mitigating risks across multiple channels.
• Drive continuous improvement initiatives by analyzing root causes, deploying creative solutions, and enhancing complaint processing systems to improve efficiency, accuracy, and exceed regulatory standards.
• Develop and implement advanced metrics, predictive analytics models, and AI-driven tools to monitor trends, anticipate complaint patterns, and streamline complaint intake, categorization, and resolution workflows.
• Provide strategic leadership, mentorship, and inspiration to build and sustain a high-performing, cross-functional complaint management team aligned with organizational goals and adopting cutting-edge technologies and methodologies.
• Collaborate closely with regulatory authorities, quality control teams, external auditors, and other stakeholders to ensure adherence to compliance requirements and coordinate appropriate follow-up actions.
• Manage timely investigation, resolution, and communication of customer complaints across all product lines, championing a culture of accountability, continuous learning, and innovation within the complaint vigilance department.
• Represent the department as SME or SPOC for internal and external audits supporting both front room and back-room activities.
• Represent the organization in industry forums and regulatory discussions to shape the future landscape of complaint vigilance.
• Supports CAPA, compliance, quality and business objectives by overseeing completion of ad hoc complaint data analysis project and queries
• Responsible for communicating business related issues or opportunities to next management levels

Required Qualifications

What we are looking for

• Bachelor’s degree or equivalent qualification in a relevant field is required; advanced degrees are a plus.
• Minimum of 8-10 years of progressive experience in complaint management, complaint vigilance, or related quality assurance roles within regulated industries.
• Proven expertise in designing, managing, and resolving customer complaint systems.
• Strong leadership capabilities with experience managing teams and driving cross-functional collaboration.
• Excellent communication skills, both verbal and written, to effectively engage with stakeholders, regulators, and cross-functional teams.

Desired Qualifications

• Strong foundation in regulatory compliance and risk management principles.
• Proven expertise in leveraging data analytics and AI tools to transform complaint management and reporting.
• Exceptional leadership skills with a track record of building innovative teams and fostering a culture of continuous improvement.
• Demonstrated experience in people leadership across different geographies.
• Strong strategic thinking and problem-solving abilities, capable of navigating complex regulatory environments.
• Exceptional analytical skills with the ability to interpret complex data and forecast business impacts effectively.
• Demonstrated ability to influence senior leadership and key stakeholders at multiple organizational levels.
• Proven track record of navigating ambiguity and complexity while maintaining focus on business objectives.
• Commitment to embodying leadership behaviors that foster innovation, integrity, and operational excellence.
• Demonstrated ability to anticipate industry trends and implement forward-thinking complaint vigilance strategies.

What’s In It For You

Annual base salary for new hires in this position ranges: $153,850.00 - $217,200.00

• Competitive Benefit Package*
• Paid Company Holidays, Paid Vacation, Volunteer Time & More!
• Learning & Development Opportunities
• Kenvuer Impact Networks
• This list could vary based on location/region
• Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.